@incollection{,
	
					
					
					2AB77E2E4D47FF07A18CD5BC3C30982E
				,
	author={{Dr. Tareq N.Hashem} and {Isra University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1712332
}

@incollection{b0,
	
	
		,
	title={{The impact of customer experience on brand equity in a businessto-business services setting}}
		,
	author={{
			GBiedenbach
		} and {
			AMarell
		}}
		
	
	
		,
	journal={{Journal of Brand Management}}
		
			17
			6
			
			,
	year={2010}
		
	

}

@book{b1,
	
	
		,
	title={{User-centric Enterprise Architecture}}
		,
	author={{
			ABlumenthal
		}}
		
		
			,
	year={2008}
		
	

}

@incollection{b2,
	
	
		,
	title={{Bridging the gap between brand strategy and customer experience}}
		,
	author={{
			SClatworthy
		}}
	
	
		,
	journal={{Managing Service Quality}}
		
			22
			2
			
			,
	year={2012}
		
	

}

@incollection{b3,
	
	
		,
	title={{How to sustain the customer experience: an overview of experience components that co-create value with the customer}}
		,
	author={{
			CGentile
		} and {
			NSpiller
		} and {
			GNoci
		}}
		
		
	
	
		,
	journal={{European Management Journal}}
		
			25
			
			,
	year={2007}
		
	

}

@incollection{b4,
	
	
		,
	title={{How to lead the customer experience}}
		,
	author={{
			SHHaeckel
		} and {
			LPCarbone
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Mark Manag}}
		
			12
			1
			
			,
	year={2003}
		
	

}

@incollection{b5,
	
	
		,
	title={{The experiential aspects of consumptions: consumer fantasies, feelings, and fun}}
		,
	author={{
			MBHolbrook
		} and {
			ECHirschman
		}}
		
	
	
		,
	journal={{J Consum Res}}
		
			9
			2
			
			,
	year={1982}
		
	

}

@incollection{b6,
	
	
		,
	title={{ROSEPEKICECIVECI versus CCV: the resource-operant, skills exchanging, performance-experiencing, knowledge-informed, competence-enacting, co-producer-involved, valueemerging, customer-interactive view of marketing versus the concept of customer value: 'I can get it for you wholesale'}}
		,
	author={{
			MBHolbrook
		}}
	
	
		,
	booktitle={{The Service-Dominant Logic of Marketing. Dialog, Debate and Directions}}
				,
	editor={
			RFLush
			SLVargo
		}
		New York, NY
		
			,
	publisher={M.E. Sharpe}
			,
	year={2006}
		
	

}

@incollection{b7,
	
	
		,
	title={{The customer experience: A road-map for improvement}}
		,
	author={{
			RJohnston
		} and {
			XKong
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			21
			1
			
			,
	year={2011}
		
	

}

@incollection{b8,
	
	
		,
	title={{A critical review of research on customer experience management Theoretical, methodological and cultural perspectives}}
		10.1108/IJCHM-04-2015-0192
		
	
	
		,
	journal={{International Journal of Contemporary Hospitality Management}}
		
			28
			
			,
	year={2016}
		
	
	,
	note={Johye Hwang & Soobin Seo. Permanent link to this document}

}

@incollection{b9,
	
	
		,
	title={{1% for 10%: Executive strategies for customer care}}
		,
	author={{
			AKakabadse
		} and {
			ASavery
		} and {
			NKakabadse
		} and {
			LLee-Davies
		}}
		
		
		
		10.1108/IJCHM-04-2015-0192
	
	
		,
	journal={{Strategic Change}}
		
			15
			
			,
	year={2006}
		
	

}

@incollection{b10,
	
	
		,
	title={{Brand equity in hospital marketing}}
		,
	author={{
			KHKim
		} and {
			KSKim
		} and {
			DYKim
		} and {
			JHKim
		} and {
			SHKang
		}}
		
		
		
		
		10.1108/IJCHM-04-2015-0192
	
	
		,
	journal={{J Bus Res}}
		
			61
			
			,
	year={2008}
		
	

}

@book{b11,
	
	
		,
	title={{Online Library (wileyonlinelibrary.com) Global Business and Organizational Excellence ?}}
		,
	author={{
			KimMacgillavry
		} and {
			AlanWilson
		}}
		
		10.1002/joe.21569
		
			,
	year={2014. 2014. September/October 2014}
			,
	publisher={Wiley Periodicals, Inc. Published online in Wiley}
		
	
	,
	note={Delivering Loyalty Via Customer Experience Management at DHL Freight, C}

}

@book{b12,
	
	
		,
	title={{Delivering profitable value: a revolutionary framework to accelerate growth, generate wealth and rediscover the heart of business}}
		,
	author={{
			MJLanning
		}}
		
			,
	year={1998}
			,
	publisher={Perseus Books}
			,
	address={Reading}
		
	

}

@incollection{b13,
	
	
		,
	title={{Consumer negative voice and firm-idiosyncratic stock returns}}
		,
	author={{
			XuemingLuo
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			71
			3
			
			,
	year={2007}
		
	

}

@book{b14,
	
	
		,
	title={{Understanding Customer Experience, HBR}}
		,
	author={{
			CMeyer
		} and {
			ASchwager
		}}
		
		
			,
	year={2013}
			,
	publisher={Zurich Help Point}
		
	

}

@incollection{b15,
	
	
		,
	title={{Welcome to the experience economy}}
		,
	author={{
			BJPine
		} and {
			Ii
		} and {
			JHGilmore
		}}
		
		
	
	
		,
	journal={{Harvard Bus Rev}}
		
			76
			4
			
			,
	year={1998}
		
	

}

@book{b16,
	
	
		,
	title={{Welcome to the Experience Economy: work is theatre and every business a stage}}
		,
	author={{
			IIPine
		} and {
			BJGilmore
		} and {
			H
		}}
		
		
		
			,
	year={1999}
			,
	publisher={HBR}
		
	

}

@incollection{b17,
	
	
		,
	title={{The truth about customer experience}}
		,
	author={{
			ARawson
		} and {
			EDuncan
		} and {
			CJones
		}}
		
		
	
	
		,
	journal={{Harvard Business Review}}
		
			91
			9
			
			,
	year={2013}
		
	

}

@book{b18,
	
	
		,
	title={{The ultimate question}}
		,
	author={{
			FReichheld
		}}
		
			,
	year={2006}
			,
	publisher={Harvard Business School Press}
			,
	address={Boston, MA}
		
	

}

@incollection{b19,
	
	
		,
	title={{Effective customer experience management in health-care sector of Nigeria A conceptual model}}
	
	
		,
	journal={{International Journal of Pharmaceutical and Healthcare Marketing}}
		,
	editor={Rowland Worlu & Oladele Joseph & Kehinde Taiye & Tairat Borishade}
		
			10
			
			,
	year={2016}
		
	

}

@incollection{b20,
	
	
		,
	title={{Experiential marketing: how to get customers to sense, feel, think, act and relate to your company and brands}}
		,
	author={{
			BSchmitt
		}}
	
	
		,
	journal={{J Mark Manag}}
		
			15
			
			,
	year={1999}
		
	

}

@book{b21,
	
	
		,
	title={{Customer experience management: a revolutionary approach to connecting with your customers}}
		,
	author={{
			BSchmitt
		}}
		
			,
	year={2003}
			,
	publisher={John Wiley and Sons}
		
	

}

@book{b22,
	
	
		,
	author={{
			USekaran
		}}
		,
	title={{Research Methods for Business -A skill Building Approach. USA}}
				
			,
	publisher={John Wiley & Sons, Inc}
			,
	year={2003}
		
	

}

@book{b23,
	
	
		,
	title={{Building Great Customer Experiences}}
		,
	author={{
			CShaw
		} and {
			JIvens
		}}
		
		
			,
	year={2005}
			,
	publisher={Palgrave Macmillan}
			,
	address={Basingstoke}
		
	

}

@incollection{b24,
	
	
		,
	title={{Customer experience creation: determinants, dynamics, and management strategies}}
		,
	author={{
			PCVerhoef
		} and {
			KNLemon
		} and {
			AParasuraman
		} and {
			ARoggeveen
		} and {
			MTsiros
		} and {
			LASchlesinger
		}}
		
		
		
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			85
			1
			
			,
	year={2009}
		
	

}

@incollection{b25,
	
	
		,
	title={{Drivers of customers' service experiences: a study in the restaurant industry}}
		,
	author={{
			BEWalter
		} and {
			AOstrom
		}}
		
	
	
		,
	journal={{Manag Serv Qual}}
		
			20
			3
			
			,
	year={2010}
		
	

}

@book{b26,
	
	
		,
	title={{Service marketing}}
		,
	author={{
			AWilson
		} and {
			VZeithaml
		} and {
			MBitner
		} and {
			DGremler
		}}
		
		
		
		
			,
	year={2012}
		
	
	,
	note={2nd European ed.}

}

@book{b27,
	
	
		,
	title={{}}
		,
	author={{
			BerkshireMaidenhead
		} and {
			England
		}}
		
		
			,
	publisher={McGraw-Hill}
		
	

}